INTELLIGENT CUSTOMER EXPERIENCE ( ICE )
WITH PROVEN VALUE AND ROI
Consumers are sharing feedback about every touch point on their customer journey in greater
volume and in more channels than ever before. Simultaneously, enterprises are learning that
traditional analysis methods can no longer keep pace with the ever-expanding Voice of the
Customer (VOC). Teams analysing VOC data often uncover complex customer issues that require
multiple departments to work together to solve the issues. Today, hundreds of companies turn to
Clarabridge to listen to, analyse, and operationalise their VOC data.
Clarabridge’s Intelligent Customer Experience (ICE) solution is a multi-channel customer
experience hub, designed for real-time analysis, collaboration, and one-on one customer
engagement. Companies can quickly and easily examine all VOC data to uncover the root
cause of issues and deliver actionable insights to key stakeholders for product enhancements,
improved operations and increased customer loyalty. The solution distributes the right data, to
the right stakeholders, in the right format, all in real-time.
Clarabridge has over 250 deployments of the ICE solution. Clarabridge partners with clients
in every phase of deployment, from implementation to training, in order to ensure success. We
leverage best practices and industry knowledge to gather stakeholder requirements, build and
document processes, and sell CEM up and throughout the organisation for a quicker return on
investment. Training is provided at all stages of deployment through Clarabridge University.
Training includes online and on-site workshops, digital tutorials, webinars, and a business insights
immersion programme designed to get analysts up and running as quickly as possible.
CLARABRIDGE ANALYZE
Allows users to easily navigate and understand vast amounts of VOC data
by efficiently categorising all customer feedback, while analysing customer
sentiment on an 11 point scale. Through individualised reports, custom
dashboards and side-by side comparisons, users can easily configure the
solution to meet their business needs.
With Clarabridge Analyze, organisations can measure every touch point in the customer
journey, providing them with a real-time, 360-degree view of their customer.
Capture feedback from any channel, including:
• Multiple Survey Types
• Contact Centre Agent Notes
• Social Media (Twitter, Facebook, etc.)
• Blogs
• Forums
• Review Sites
• Chat
• Email
• Warranty Notes
• Maintenance Logs
CLARABRIDGE COLLABORATE
Supports cross-departmental collaboration to solve today’s complex CEM
challenges. Collaborate creates an environment for cooperative problem
solving by intelligently alerting stakeholders in real-time to potentially
problematic feedback found in VOC data. Collaborate is content generated–
meaning that new data is continuously feeding the system. When a spike or
critical issue occurs, an alert is triggered and assigned to stakeholders in realtime; users can then invite others to participate in conversations, driving further
expansion of VOC and CEM data throughout the organisation. Additionally,
Collaborate is the centralised documentation point for all VOC conversations
and actions, providing greater accountability for those involved.
CLARABRIDGE ENGAGE
empowers employees throughout the organisation to proactively close the
loop with today’s customers in social channels or any other customer-selected
communication channel, and deliver enhanced personalised service to keep
and win business, all in real-time. By leveraging the intelligence engines of the
Clarabridge ICE solution, Engage intelligently routes actionable feedback to
the appropriate team member for one-to-one consumer follow up.
At the core of Clarabridge ICE is the Clarabridge Platform. The platform contains our patented
Natural Language Processing (NLP) Engine, Classification Suite, Sentiment Manager, and Alerts
Engine. Each engine has been designed to help business users easily access their VOC data.
Also contained within the platform is Clarabridge Connect, a series of data source connectors,
APIs, and support for big data. With out-of-the-box categorisation and industry templates,
Clarabridge’s solution provides value from day one.
Imagine being able to intervene at key points in a customer’s journey and nudge them towards
a more loyal and profitable relationship? With Clarabridge’s intelligent Customer Experience
Management (CEM) solution, real action is possible with insights from countless channels.
The customer landscape has changed, and companies that want to evolve with it must weave
CEM into the very fabric of their culture.
CLARABRIDGE HAS BEEN CHOSEN TIME
AND TIME AGAIN FOR OUR:
1. FOCUS: 100% focused on Intelligent Customer
Experience and VOC
2. TECHNOLOGY: Patented NLP engine, 11-point
sentiment scale and automated theme detection
puts Clarabridge at the forefront of CEM
innovation
3. EXPERIENCE: Hundreds of enterprise-wide,
multi-channel deployments across industries
4. PEOPLE: Leverage best practices and industry
knowledge to deliver value and faster ROI
Proven Benefits
• Designed for the business users
• Identify root cause of issues
with one click
• Perform ad-hoc analysis in
minutes
• Advanced reporting and
distribution
• Detect emerging trends before
they escalate
• Identify leads, churn and upsell
• Faster product and service
innovation
• Increase customer loyalty and
brand recognition
THE CLARABRIDGE PROCESS
LISTEN
TRANSFORM
OPERATIONALISE
ANALYSE
CUSTOMER EXPERIENCE
Gather customer feedback
from every conceivable source.
INTERNAL SOURCES
•
•
•
•
•
•
•
Surveys
E-mails
Contact Centre
Online Feedback
Chat
Web Analytics
Enterprise Data Warehouse
Process, categorise and score
every aspect of each verbatim.
Operationalise with
Downstream Systems
Make actionable insights accessible
across your organisation.
CUSTOMER CARE
NATURAL LANGUAGE
PROCESSING (NLP)
INTELLIGENT ROUTING
CUSTOM DASHBOARDS
ALERT DELIVERY
CLASSIFICATION SUITE
ADVANCED REPORTING
BI PLUG-INS
PACKAGED INSIGHTS
SENTIMENT MANAGER
• Product Reviews
• Forums & Communities
• Ad Hoc Uploader
PRODUCT MANAGEMENT
FIELD REPORTING
EXTERNAL SOURCES
• Social Media
- Twitter
- Facebook
- Blogs
OPERATIONS
CLARABRIDGE CONNECT
SALES AND MARKETING
REAL-TIME ALERTS ENGINE
ENTERPRISE WORKFLOW
ROOT CAUSE ANALYSIS
API STACK
MACHINE LEARNING
ANALYSIS PREPARATION
AUTOMATED THEME DETECTION
INDUSTRY STARTER TEMPLATES
HUMAN RESOURCES
CUSTOMER ENGAGEMENT
ENTERPRISE-WIDE
COLLABORATION
REGIONAL OFFICES
STORE/BRANCH/FLOOR STAFF
CLARABRIDGE INTELLIGENT CUSTOMER EXPERIENCE
CLARABRIDGE ANALYZE
CLARABRIDGE ENGAGE
CLARABRIDGE COLLABORATE
Clarabridge is the leading provider of intelligent Customer Experience Management (CEM) solutions for the world’s top brands.
As the premier provider of CEM, Clarabridge enables Global 1000 businesses to intelligently listen to, analyse, operationalise,
and measure multi-source customer feedback through intelligent sentiment and text analytics. Insights extracted through
Clarabridge enable organisations to create a universal understanding of their customers, partners, and employees; make
actionable business decisions with measurable ROI and collaborate on those decisions both internally with stakeholders and
externally with customers. With hundreds of CEM implementations, Clarabridge is the 7th fastest growing software company,
powering the CEM programmes for companies such as B/E Aerospace, Best Buy, Charming Shoppes, Inc., Choice Hotels, Dell,
Expedia, E.ON, Fidelity, Gaylord Hotels, Government of British Columbia, Intuit, J.D. Power, L’Oréal USA, Marriott International,
PetSmart, QVC Inc., Sage North America, United Airlines, Walmart, Walgreens, and Wendy’s International. Clarabridge is
privately held with offices in Reston, VA, San Francisco, CA, and London, UK. For more information, visit www.clarabridge.com
or on Twitter: @clarabridge.
WASHINGTON • SAN FRANCISCO • LONDON